UntouchedInHours - Revision history

Barton: /* A condition for rt-crontool -- code cleanup */

2017-01-08T19:17:58Z

A condition for rt-crontool -- code cleanup

Admin: 5 revisions imported

2016-04-06T20:39:37Z

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= UntouchedInHours =

=== A condition for rt-crontool ===

RT's Crontool (<code>bin/rt-crontool</code>) offers several recipes for cron jobs. Here's one:

bin/rt-crontool \
--search RT::Search::ActiveTicketsInQueue --search-arg general \
--condition RT::Condition::UntouchedInHours --condition-arg 4 \
--action RT::Action::SetPriority --action-arg 99 \
--verbose

Some of the examples don't work out-of-the-box because they're just examples. Creating your own conditions is not hard, but to save you the couple of seconds, and if you would like to use the [[UntouchedInHours]] condition, save the following code to [=local/lib/RT/Condition/[[UntouchedInHours]].pm]

<nowiki>package RT::Condition::UntouchedInHours;
require RT::Condition::Generic;

use strict;
use vars qw/@ISA/;

# We inherit from RT::Condition::Generic so we don't have to write (and maintain)
# all the other stuff that goes into a condition
@ISA = qw(RT::Condition::Generic);

=head2 IsApplicable

If the ticket's LastUpdated is more than n hours ago

=cut

# We just need to include this one function. I could have put everything in here but in
# order to demonstrate the use of external functions, I've created the local_ageinhours
# function. The function subtracts the LastUpdated time (as an Epoch timestamp) from the
# current time stamp, then turns these seconds into hours.
# The main function then just checks if this number is greater or equal to the argument
# the crontool passed in.
#
# Note that the main function MUST be called 'IsApplicable'. For complex conditions it
# may be best to create other functions as I've done here - so long as they're called
# from IsApplicable.
# I'd suggest naming your own functions with a 'local_' prefix so as to be certain not
# to overwrite any current or future core function.

sub IsApplicable {
my $self = shift;
if ( local_ageInHours($self->TicketObj) >= $self->Argument ) {
# Returning true (1) indicates that this condition is true
return 1;
} else {
# Returning undef indicates that this condition is false
return undef;
}
}

sub local_ageInHours {
my $ticketObj = shift;
return (time - $ticketObj->LastUpdatedObj->Unix) / (60*60);
}

# The following could be omitted. They're there to allow overrides from Vendor and Local
# but as this isn't a core module, they're just there for completeness :)

eval "require RT::Condition::UntouchedInHours_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm});
eval "require RT::Condition::UntouchedInHours_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm});

# If you weren't already aware, all perl modules need to evaluate to true. So we
# force it to evaluate to true by finishing with a '1'.
1;

</nowiki>

==== Alternative Version ====

Could not get the above example to work successfully so I have created an alternative version (as simple as I could make it):

<nowiki>package RT::Condition::UntouchedInHours;
require RT::Condition::Generic;

use RT::Date;

@ISA = qw(RT::Condition::Generic);

use strict;
use vars qw/@ISA/;

sub IsApplicable {
my $self = shift;
if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument) {
return 1
}
else {
return 0;
}
}

# The following could be omitted. They're there to allow overrides from Vendor and Local
# but as this isn't a core module, they're just there for completeness :)
eval "require RT::Condition::UntouchedInHours_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm});
eval "require RT::Condition::UntouchedInHours_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm});

1;

</nowiki>

Just a footnote on that, I have fixed 2 mistakes spotted in the origional example. It '''may''' work now. I am using the Alternative version simply because I prefer its brevity.

==== Alternative Version: UntouchedInBusinessHours ====

Based on this module, i created a additional Modul [[[UntouchedInBusinessHours]].pm] based on Business Hour calculation.

==== Yet Another Alternative Version ====

At our site, we have a number of automatic operations that update a ticket's *LastUpdated* value, which means that it's not so useful for determining when the ticket owner last touched the ticket. This version works for us:

<nowiki>package RT::Condition::UntouchedInHours;
require RT::Condition::Generic;

# RT::Date::Set kept misbehaving when fed an ISO-formatted string
require DateTime::Format::MySQL;

@ISA = qw(RT::Condition::Generic);

use strict;
use vars qw/@ISA/;

# default age threshold
use constant HOURS => 4;

sub IsApplicable {
my $self = shift;
my $hours = $self->Argument || HOURS;

# validate input
unless ( $hours =~ /^\d+$/ ) {
$hours = HOURS;
}

my $threshold = $hours * 60 * 60;
my $now = time();
my $last = local_lastCorrespondence( $self->TicketObj );

if ( ( $last > 0 ) && ( $last + $threshold < $now ) ) {
# this ticket has not been touched recently enough
return $last;
}
else {
return 0;
}
}

sub local_lastCorrespondence {
my $ticketObj = shift;

# list the transactions
my $transactions = $ticketObj->Transactions;

# only the Correspondence, please
$transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );

# sort in descending order, by creation time then id
$transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);

# get the latest reply
my $timestamp;
my $transactionObj = $transactions->First;

if ( defined( $transactionObj) && $transactionObj->id ) {
# if the last Correspondence was from a requestor, check the time
if ( $transactionObj->IsInbound ) {

my $last = DateTime::Format::MySQL->parse_datetime( $transactionObj->Created );
$timestamp = $last->epoch;
}
else {
# otherwise we don't care
$timestamp = -1;
}
}
else {
# try the start time, then the created time
my $started = DateTime::Format::MySQL->parse_datetime( $ticketObj->Started );
my $created = DateTime::Format::MySQL->parse_datetime( $ticketObj->Created );

if ( $started->epoch > 0 ) {
$timestamp = $started->epoch;
}
else {
$timestamp = $created->epoch;
}
}

# if we've gotten this far, and there's still no timestamp,
# then something is terribly wrong
defined( $timestamp ) or $timestamp = -1;

return( $timestamp );
}

# The following could be omitted. They're there to allow overrides from Vendor and Local
# but as this isn't a core module, they're just there for completeness :)
eval "require RT::Condition::UntouchedInHours_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm});
eval "require RT::Condition::UntouchedInHours_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm});

1;

</nowiki>

Note that *IsApplicable* returns the epoch time of the most recent ticket update or 0; this means that you can call this condition from inside a template and then use *RT::Date::AgeAsString* to generate a human-readable representation of how long the ticket has gone without response.

Note that this version works with RT 4.0.1 by editing the two instances of RT::Condition::Generic to RT::Condition

202.57.46.195:

2011-08-11T11:30:40Z

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24.237.152.32: /* Yet Another Alternative Version */

2011-08-10T15:54:09Z

Yet Another Alternative Version

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